Automating Guest Lifecycle using Digital Glue

Transforming the Guest Travel Experience through Integrated GDS, Hotel Suppliers, and Travel Systems

Customer Overview:

The customer is one of the largest American travel and hospitality conglomerates, focused on packaged travel and resort/brand management across Mexico, the Caribbean, Hispanic America, Europe, and the Middle East.

Challenges:

The client faced significant challenges in integrating a wide range of travel-related systems to ensure seamless booking and operational efficiency. The complexity included:

• Extensive Supplier Network: Integration with 3 major Global Distribution Systems (GDS), 4 NDC providers, 17 Low-Cost Carriers (LCC), multiple hotel suppliers, and rail and flight LCC aggregators, amounting to 75 supplier integrations.
• Diverse Systems: The suppliers had varying APIs, data formats, and protocols, making standardization and real-time data exchange difficult.
• B2B and B2C Integration: Ensuring both B2B and B2C booking platforms could access the integrated systems while providing real-time availability, dynamic pricing, and personalized recommendations.
• Time Constraints: The integration project had a strict timeline, with a need to complete development, testing, and deployment within 12 months.
• Skill Set Requirements: The project required specialized knowledge of GDS systems, NDC protocols, and API standardization, along with experience in large-scale system integration.
• Lack of Prior Integration Knowledge: The client’s in-house team lacked the necessary experience with complex multi-supplier integrations, necessitating external expertise to avoid delays and errors.

Solution Implemented:

Infarsight provided an end-to-end solution from a product engineering and integration standpoint, ensuring seamless connectivity, real-time data exchange, and scalable infrastructure to support both B2B and B2C booking platforms.

Integration Approach:

• Custom Integration Layer: Developed a middleware layer to standardize and streamline communication between 75 suppliers, ensuring uniform data exchange and compatibility.
• API Standardization: Unified diverse APIs and protocols from GDS, NDC, LCC, and hotel suppliers, enabling real-time availability and pricing updates.
• Automated Workflows: Designed automated workflows to handle bookings, cancellations, and modifications, reducing manual intervention and errors.
• Scalable Architecture: Built a scalable infrastructure to handle increasing transaction volumes without performance degradation.
• B2B and B2C Alignment: Integrated both booking systems with personalised recommendations and dynamic pricing, enhancing the user experience.

Results:

• Faster Time to Market: Completed development, testing, and deployment within the 24-month timeline.
• Improved Efficiency: Reduced booking processing time by 60% through automated workflows and real-time data exchange.
• Enhanced User Experience: Provided customers with real-time availability, faster booking confirmation, and personalized offers.
• Standardized Integrations: Streamlined communication across 75 suppliers, improving system reliability and reducing errors.

Cost Savings:

• Operational Savings: Reduced manual interventions and support overhead, leading to a 40% decrease in operational costs.
• Reduced Maintenance Costs: The scalable and modular design minimized future integration and maintenance costs.

Infarsight’s comprehensive integration and product engineering solution transformed the client’s booking processes, enabling seamless connectivity across 75 suppliers and improving efficiency, customer experience, and scalability. With continuous maintenance and real-time performance monitoring, the client is equipped to adapt to evolving market demands and sustain long-term growth.